Program Manager, AI Transformation & Continuous Improvement, Vendor Operations

Capability Portfolio Ownership & Feature Management Own the strategy, roadmap, prioritization, business cases, implementation governance, adoption, benefits realization, and continuous improvement of a portfolio of artificial intelligence-driven operational capabilities. Maintain accountability beyond deployment to ensure capabilities continue to evolve and deliver measurable business outcomes. Establish and scale continuous improvement practices across Vendor Operations using Plan-Do-Check-Act (PDCA), Lean, or other structured problem-solving methodologies. Build repeatable improvement frameworks that create sustainable operational gains. Facilitate cross-functional improvement initiatives that drive measurable business impact. Ensure improvements are standardized and institutionalized through governance and operational rhythms. Develop performance insights that enable leaders to prioritize investments and improvement opportunities. Ensure improvements transition from pilots to sustainable business practices. Build organizational capability for continuous learning and improvement. Increased AI-enabled automation and reduction of manual effort. Improvements in customer satisfaction, quality, productivity, and operational efficiency. Increased organizational capability and adoption of AI-first ways of working. Establishment of sustainable operational excellence and governance practices. Serve as a trusted advisor to Vendor Operations leaders on transformation priorities and continuous improvement strategy. Align stakeholders across Vendor Operations, Engineering, Service Design, and broader MBO initiatives. Foster knowledge sharing and reuse of best practices across the vendor ecosystem. Drive organizational alignment around operational excellence and business outcomes. Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement OR equivalent experience. 6+ years of experience leading operational transformation, continuous improvement, or business process optimization initiatives in complex global organizations. Demonstrated success driving measurable improvements in quality, productivity, customer experience, or operational efficiency. Strong data-driven decision-making skills with experience defining and managing operational performance metrics. Proven ability to influence organizational boundaries and lead without direct authority. Strong executive communication, stakeholder management, and leadership skills. Experience owning a portfolio of operational capabilities or features, including strategy, roadmap planning, prioritization, business case development, implementation governance, adoption, and benefits realization. Experience deploying AI, automation, or agentic solutions within operational environments. Experience implementing structured improvement methodologies such as Lean, PDCA, Kaizen, or related frameworks. Knowledge of vendor operations, outsourcing models, or large-scale service delivery organizations. Experience partnering with engineering, product, or service design teams on transformation initiatives. Familiarity with Responsible AI principles and AI governance considerations. Certification or experience in Lean Six Sigma or comparable continuous improvement disciplines.